| Privacy Policy

Rights and Responsibilities

The Australian Charter of Healthcare Rights explains what you can expect when you receive care in any Australian healthcare setting — like a hospital, clinic, or day surgery.

It outlines your basic rights as a patient, including:

  • Respect – You have the right to be treated with kindness, dignity, and respect for your culture and beliefs.
  • Safe and quality care – You have the right to receive care that is safe, high-quality, and meets your needs.
  • Information – You have the right to be given clear and honest information about your condition, treatment options, and costs.
  • Involvement – You have the right to be involved in making decisions about your care.
  • Privacy – You have the right to privacy and to have your personal information kept secure.
  • Access – You have the right to access the healthcare you need.
  • Speak up – You have the right to ask questions, provide feedback, or make a complaint without it affecting your care.

The Charter helps make sure patients and healthcare providers work together to achieve the best possible care.

 Click here to read or download the Australian Charter of Healthcare Rights (Second Edition – PDF)

 

SMS Healthcare Privacy Policy

Purpose

SMS Healthcare is committed to protecting the privacy of personal and sensitive information it collects and holds. This Privacy Policy outlines how we manage your personal information in accordance with:

  • The Privacy Act 1988 (Cth) and Australian Privacy Principles (APPs)
  • The Health Records and Information Privacy Act 2002 (NSW)
  • The Health Records Act 2001 (VIC)
  • The Information Privacy Act 2009 (QLD)

It explains:

  1. The kinds of personal information SMS Healthcare may collect about you;
  2. How SMS Healthcare collects and stores personal information;
  3. The purposes for which SMS Healthcare collects, uses, and discloses your personal information;
  4. How you may access and correct your personal information; and
  5. How you can complain about a breach of your privacy and how it will be handled.

Definitions

Health Information
Includes personal information or an opinion about:

  • An individual’s physical or mental health or disability (at any time);
  • An individual’s expressed wishes about future healthcare;
  • A health service provided, or to be provided, to an individual;
  • Other personal information collected for providing a health service or in connection with donation of body parts/substances.

Personal Information
Information or an opinion about an identified individual, or an individual who is reasonably identifiable, whether the information is true or recorded.

Sensitive Information
A subset of personal information that includes:

  • Racial or ethnic origin;
  • Political opinions or affiliations;
  • Religious or philosophical beliefs;
  • Sexual orientation or practices;
  • Criminal record;
  • Health information;
  • Genetic or biometric information.

Collection and Use of Personal Information

Types of Personal Information Collected

SMS Healthcare collects information necessary to:

  • Provide health services;
  • Support research participation;
  • Manage business operations.

Information collected may include name, address, contact details, health and treatment history, lifestyle factors, education, professional experience, and employment history.

Groups Covered

  • Patients/Clients – Health history, lifestyle, current and past treatments.
  • VMOs, Contractors, Students, Volunteers – Professional details, qualifications, compliance records.
  • Job Applicants – Resume details, background, references.
  • Event Participants – Attendance, certification, marketing consent.

Use of I-Scribe

SMS Healthcare uses I-Scribe, a secure, digital clinical documentation and transcription service, to assist doctors in recording clinical notes and correspondence. I-Scribe ensures timely, accurate, and confidential communication of your health information between care teams. All information entered via I-Scribe is handled in accordance with this Privacy Policy.

How We Collect Personal Information

We usually collect information directly from you. However, we may also collect information from:

  • Family members;
  • Referring or treating healthcare providers;
  • Past employers and referees.

We only collect information from third parties where:

  • You have consented;
  • It is necessary for safe and appropriate care;
  • It supports business operations (e.g., credentialing);
  • It is legally permitted.

Use and Disclosure of Personal Information

Your information is used for its original purpose unless:

  • A related purpose is reasonably expected;
  • You consent;
  • It is required or authorised by law (e.g., quality improvements, research).

Examples of use:

  • Healthcare provision;
  • Billing and insurance claims;
  • Clinical audits and accreditation;
  • Research and internal training;
  • Communication with Medicare, DVA, and insurers.

Disclosing to Third Parties

We may disclose your information to:

  • Treating clinicians, pathologists, radiologists;
  • General practitioners and specialists;
  • Insurers, Medicare, DVA, government departments;
  • Researchers (with consent or ethical approval);
  • Contractors involved in accreditation or support services;
  • Religious or pastoral care providers;
  • Legal authorities where required by law.

Overseas Disclosure

Where necessary (e.g., overseas insurers), your information may be transferred outside Australia. SMS Healthcare ensures that any overseas service providers comply with applicable privacy laws.

Data Storage, Security, and Quality

  • Storage: Secure systems are used for both electronic and paper records, including off-site archives.
  • Data Quality: We take reasonable steps to ensure information is current, accurate, and complete.
  • Security: Physical, administrative, and technical safeguards protect against misuse, loss, or unauthorised access.
  • Online Transfer: While we strive to protect your data online, transmission is at your own risk.

CCTV Surveillance

SMS Healthcare facilities may use CCTV for security and safety. Where CCTV captures personal information, it is handled in accordance with privacy legislation.

Accessing and Amending Personal Information

You may:

  • Request access to your personal records;
  • Request corrections if you believe data is inaccurate.

We may deny access in limited circumstances (e.g., safety concerns) and will explain why if this occurs.

Anonymity

Where lawful and practicable, you may remain anonymous or use a pseudonym. However, for safe clinical care and compliance with National Safety and Quality Health Service Standards, full identification is usually required.

Complaints

If you believe we have breached your privacy rights:

  1. Contact the Privacy Officer at the address below;
  2. Lodge a complaint with the Office of the Australian Information Commissioner (OAIC): www.oaic.gov.au

Privacy Officer
SMS Healthcare
Mezzanine
580 George Street
Sydney NSW 2000
Ph: 1300 001 767

References

  • Privacy Act 1988 (Cth)
  • Health Records and Information Privacy Act 2002 (NSW)
  • Health Records Act 2001 (VIC)
  • Information Privacy Act 2009 (QLD)
  • Office of the Australian Information Commissioner: www.oaic.gov.au